Shipping and delivery

When will my order be shipped?

Orders are processed within 2–3 business days, Monday to Friday. Once your order has been shipped, you will receive a confirmation email with tracking details.

How long does delivery take?

Delivery typically takes 4–9 business days, Monday to Friday, after your order has been shipped.

Total delivery time, including processing, is usually 6–12 business days. Delivery times may vary depending on your location, public holidays, carrier delays, or other external factors.

Can I track my order?

Yes. Once your order has been dispatched, you will receive a tracking link by email. You can use this to monitor your shipment at any time.

Returns and refunds

Can I return an item?

Yes, you can request a return within 30 days of receiving your order. Items must be unworn, unused, in their original condition, with tags and original packaging included.

Do you offer exchanges?

We do not offer direct exchanges. If you would like a different item, please place a new order and return the original item if eligible.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping method for safe delivery.

When will I receive my refund?

Once your return has been received and inspected, approved refunds are processed to your original payment method within 10 business days. The exact timing may vary depending on your bank or payment provider.

Orders and payments

What payment methods do you accept?

We accept the following payment methods:

• Visa
• Mastercard
• Maestro
• Apple Pay
• Google Pay
• Shop Pay
• UnionPay

All prices are listed in AUD unless stated otherwise.

Can I change or cancel my order?

Please contact us as soon as possible after placing your order. Once processing has started, we may not be able to change or cancel your order.

I didn’t receive a confirmation email. What should I do?

Please check your spam or promotions folder first. If you still cannot find it, contact us at support@omnela.com and we will assist you.

Contact Information

Store name: Omnela
Company name: Pawzz
Company Address:
Louise de Colignystraat 76, 2404 GV, Alphen aan den Rijn, Netherlands
Warehouse Address:
21 White Street, Wangaratta, Victoria, 3677, Australia
Company nr.: 96033274

Phone: +61257013358
Email: support@omnela.com

Customer service hours (AEST):
Monday to Friday: 09:00 AM – 05:00 PM
Saturday and Sunday: Closed

We aim to respond to your inquiries within 24 hours.